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Olha Vorobei

已加入2024年5月27日

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最后活动2024年5月27日

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Olha Vorobei 进行了评论,

评论Routing

And another question to the one above:
sometimes the same ticket might be open for 2 agents (agents' collision happens) but the thing is that one of the agents sees it only when they want to send a reply (Zendesk doesn't allow to send the reply because the other agent has just done it).
What. might the issue be here? Thanks!

查看评论 · 已于 2024年5月27日 发布 · Olha Vorobei

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Olha Vorobei 进行了评论,

评论Routing

Hello! I don't know if it is the right thread to address the question, and if not - it'd be great if you could advise on the correct one.
After implementing the Guide mode into the agents' work, the agents started experiencing numerous “bugs” such as: 
1. Even though the View (from where the tickets are added to the Play mode) is set correctly in the way that only New and Open tickets should appear, the agents sometimes receive Pending and Solved tickets. Can you, please, advise what could be the issue of this? 
2. Are the tickets distributed evenly between the agents on the shifts?
Thanks!

查看评论 · 已于 2024年5月27日 发布 · Olha Vorobei

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